The staff is rude and i was sent dirty n filthy earings twice and when i follwed it up i was told different answers by different people. Firts i was told its a warehouse issue and refund will be provided and didn't receive any confirmation and later on i was denied the refund because of some non sense excuse saying it was a lighting isue which i did not understand... i am never buying anything from here purely because the staff is so rude and disrespectful... con artists

Useless. In breach of contract and say they can't do anything for another 3 days. They're already 2 days late - you'd think they would want to do something about that but apparently they don't care. Meanwhile, over £400 of my belongings are sat somewhere in Wembley according to my tracking information with no explanation! So either ASOS think it's ok for couriers to steal people's orders, or they think it's ok for couriers to do whatever they like with your stuff for 4-5 days before they actually give you your order! Either one... ridiculous!

ASOS lost my parcel worth over £150, Hermes confirmed the parcel was lost, ASOS refused to act on the missing parcel until 10 days later! And I'm still waiting!
The customer service team are rude and to be honest do not care in the slightest. The use templates for their email replies and do not even bother to look trough your previous emails before replying. They also assure you they have escalated your complaint and will send you another parcel for another member of staff to then tell you, after you contact them again(!), this has never been done and their not allowed to do it. So basically tell you lies!

Ordered 2 pairs of shoes... Only received one... They of course lied & told me they couldn't even find my order to begin with when I gave the lady the order number... I already knew at that moment she was wasting my time... Blah blah then she gives me that copy & pasted "we've sent this case to our specialist you'll get an email in 48 hours" yada yada yada... I just opened a dispute with PayPal to try to get my money back... Don't trust these influences. Do your own research, a simple search of these horrid reviews that I'm reading now would have saved me so much stress. DON'T DO IT. BUY ELSEWHERE

ASOS are absolutely shocking. After sending my order to a wrong address in a wrong country TWICE! They now tell me the delivery left the order behind the recycling bin and so I should check there. I live in the Netherlands so a little hard for me to check. Customer service staff keep copying and pasting the same message to me and are refusing to refund. I am honestly appalled by this out of this world terrible service. No refund for over a month now. No comprehensive responses from the team other than me asking to continue waiting

Disgusting service!

Placed an order and recieved a text saying it has been delivered with the neighbour no 17.

Went to get them our neighbour seems to have never received them, after went through the help chat services and raised a request for enquiry. I waited for an answer but nothing for a week. I had to call asos customer service and then they mention, it has been dropped in no 20 not 17? Checked with the neighbour again and they confirmed the same never got it'.

At this point, I did not knew what to do and advised Asos to have it collected from the same place wherever the driver has left it.

Hence, I thought everything would be resolved by now, but this morning recieved an email from ASOS,

"My name is Isobel, I'm one of the supervisors here working alongside Paul. He's not in over the weekends, so this has been passed to myself. Thanks for getting in touch, I hope you're well!

I've just been in touch with DPD and they have advised me that they have a signature match for someone with that name at number 20 from a couple of previous deliveries. As such, they have deemed this correctly delivered and we'll no longer be able to take this any further. From this point on, this would be a civil matter between yourselves and your neighbours. I appreciate this isn't the answer you were looking for, and for that I do apologise.

If there's anything else I can do for you, let me know and I'd love to help.
Best Wishes,

Isobel
ASOS Customer Care"

I do not understand if the neighbours are claiming they have not recieved it then, how can ASOS ask their customer to enquire something without evidence. The signature they are claiming has not been shared with me yet.

I just want my refund back as I never recieved the order I have placed them, is that too much too ask? If the driver delivers in the wrong place and cannot locate them, is that the customer problem. I feel like a Ping Pong ball chasing with neighbour 17,20, DPD anf Asos with no results. Disgusting really.

Express delivery is a false promise. Ordered with free express delivery to Hong Kong and expected the order to arrive in two days.

Not only the order has not arrived, the CS rep told me to wait for another week and that the delay is "out of their control".
Truth is, it took more than 24 hours for my order to be shipped - how is it possible for the package to arrive in Hong Kong from the UK just in one day?

If you cannot meet your promises, you should not offer express shipping in the first place.

Customer service is absolutely horrible. They certainly do not care about delays because they could just blame it on the courier.

We order with your company, not your courier partner. So step up your game and stop making excuses that we all know is not true.

Avoid at all costs!
I live in Morocco and I created an account to be delivered in FRANCE at parents' house, stupid that I am I put the equivalent of almost 2,000$ in gift ticket! I made an order of 300$ and a few hours after my account is blocked... I send the passport... and I receive an email that says my account is suspended (thank you Gabriella) and that my future requests will be systematically ignored (without no explanation). When I go on the livechat, the support is execrable and completely rude / harsh!

Result: 2000 $ lost (Aie!). Site to run away at all, it's intolerable to treat people and steal them! If you want proof of orders I can provide you NP!
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Your ASOS Customer Care Query [ASOS: *******]

I ordered one pencil skirt and they ended up shipping me men's size 7 sneakers. Typically not a big deal, but I paid for expedited shipping because I needed it by a certain date and also had to pay the customs charges for these sneakers which together was like $50. All I expected was to get a refund for my order and store credit for the rest since it was their mistake. Instead they give me a long detailed message how it was my fault I didn't look into customs charges before ordering and ignored my request for a refund and shipped it again! They have not acknowledged their error in the slightest and continue to make it my fault. Myself or anyone I know will never shop here again.

Nightmarish experience with making returns using collections. The instructions on their website led to only one of the parcels being collected. ASOS and the courier company they're partnered with gave updated unclear instructions which took a long time to figure out. Speaking to their customer support took it nowhere. The second time, the courier didn't turn up. I've been stuck with several parcels occupying the lounge for weeks now.
Never again. Dangerous, untrustworthy company.

During checkout their website glitched and reloaded resulting in me being charged twice for my order and despite sending screen shots of my bank showing the two debits a minute apart, the 2 paypal transactions with different IDs for the same items and correspondence from both my bank and paypal asos spent three days denying and arguing with me about the fact they charged me twice, would not take my concerns seriously and were honestly the worst company ive ever had to deal with. Now they have finally admitted that they were wrong and have "cancelled the order" however my bank is still holding my money until asos emails them to say that the money wont be taken... asos says "Sorry we cant contact your bank" You are a huge multi nation company and you don't have a single person who can send a basic email so i can get my money returned to me. This means my money wont be released back to me for up to a month and i have debits that will now default and cost me dishonor fees. There is no concern for customer satisfaction whatsoever and i wont ever buy from them again.

I chasing an order of over £500 for TWO MONTHS. I never received the items, but they eventually refunded after I logged a reversal request with my credit card company. For two months I contacted ASOS over and over and over, and they refused to help or escalate it or give me updates, and just said useless, vague things. They eventually offered me a gift voucher for £15, which doesn't even cover the money I lost in insurance on the credit card on the payment for the items I never received. I still haven't had an explanation of what went so wrong in this particular case.

I bough quite a few summer pieces from Asos. The Nike swimsuit didn't fit so I sent it back. The sticker scanned correctly in the garage and it was sent back. Asos are saying they didn't get it. When I contacted the garage I sent it back by they said this never happens and that the item was definitely returned so the fault is with Asos. I will never order anything from them again and I will tell everyone I know not to buy from them and I will never allow my daughters to buy from them either.

I love ASOS. Most of the items I've had from ASOS have been really good... they've looked like they did on the photos and the quality was also good. What makes it such a fantastic online shopping experience is how easy it is to return items. SO MUCH BETTER THAN OTHER ONLINE SHOPPING SITES I've tried. It means that as a customer I feel confident to buy more things than I would otherwise as I know that returning it won't be a problem.

Please keep up the good work ASOS!